The player from Italy had requested self-exclusion and permanent account closure due to compulsive gambling, but the casino failed to comply and allowed him to gamble again, resulting in a loss of 2,200 euros. He was then waiting for a decision on his refund. The complaint was rejected as per the player's explicit request to close it after he indicated he would take legal action. The Complaints Team expressed regret for not being able to assist further.
31bet Casino - Player’s account closure request was ignored.
Amount: €2,200
31bet Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
2 months ago
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3 months ago
Translation
I am a compulsive gambler. I opened an account with 31 Bet many months ago. I deposited 60 euros and lost them. Aware of my condition, I requested self-exclusion and the permanent closure of my account as required by law. The casino not only failed to close the account but also allowed me to gamble again on 08/28/2001, where I lost a total of 2,200 euros. They have been making me wait for several days now for a decision on my refund. Attached, I am sending the screenshot of the closure request. Furthermore, as specified in my other complaint, my son is in critical living conditions due to illness and requires medical attention, which this refund would enable me to pay for. I need it as soon as possible.
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3 months ago
Dear schieralorenzo09,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.
When did you request the self-exclusion?
Could you please send me the account closure requests you submitted to the casino, showing the exact dates? My email address is dominika.l@casino.guru.
Thank you very much in advance.
Best regards,
Dominika
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3 months ago
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Hi yes I have already sent you everything I have by email
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3 months ago
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I found proof of my request, I attach it, the casino responds to me in a laxative manner despite my serious situation, I'm thinking of getting a lawyer
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3 months ago
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I found another one Because they didn't answer me the first one
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3 months ago
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I contacted the casino again and they continue to answer me in a very vague way telling me that they closed the account, too bad that they closed it only on October 29th after 3 requests for closure by email and one via chat, it doesn't seem right to me at all and for this reason as I said I am requesting a refund of my last deposits of 2200 euros from October 28th
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3 months ago
Dear user, we understand your concern but it does not allow you to use false evidence.
Please note that the email screenshots provided show the conversation with our complaints team during March and April of 2024 when the user first registered on our platform on July 14, 2024.
The first time he requested a closure of the account was on October 29th which was executed almost immediately.
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3 months ago
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Dear 31bet casino, the period I am referring to is the period of my first registration.
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3 months ago
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After that I requested to close my account and reopened it on July 14, 2024 so instead of scamming people and spreading false information please be honest and pay me back, in any case the last email is from August 28, 2024 so you have little to talk about
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2 months ago
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I tried to contact the casino again but they keep telling me to contact the complaints team that I have already contacted several times without receiving any response, I asked to negotiate, I would also agree to negotiate on the refund, the important thing is that justice is done, I made a complaint and sent a request to the license provider
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2 months ago
Dear user, your account has only been registered on our platform on July 14th thus it could not be closed before that period.
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2 months ago
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I sent an email to your address on August 28th.
contact me privately or simply reply to my emails so we can come to an agreement and negotiate for a refund
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2 months ago
Dear schieralorenzo09, did you close the first casino account yourself?
Have you requested self-exclusion for the second account?
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2 months ago
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Dear Dominika, as you can see from the screenshots I sent, I have requested self-exclusion several times, the last time was on August 28th.
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2 months ago
Dear schieralorenzo09, please forward all emails related to your self-exclusion requests to dominika.l@casino.guru.
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2 months ago
Dear Schieralorenzo09, forwarding the emails means you should send the original emails you received regarding your self-exclusion requests to the provided email address (dominika.l@casino.guru). This way, we can see the exact messages, including any details or important information that was communicated to you.
To do this, follow these steps:
Open your email account.
Find the emails related to your self-exclusion requests.
Select each email and click on the "Forward" option.
Enter the email address dominika.l@casino.guru in the recipient field.
Click "Send."
Thank you.
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2 months ago
Translation
I contacted the casino directly, I am waiting for the decision on my refund, I also agree to negotiate on the amount, but the serious fact is that for all the accounts opened with the 31 bet group I have used the same payment method and I have never been blocked despite being a confirmed compulsive gambler,
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2 months ago
Dear Schieralorenzo09, please forward the emails. If not, I will have to reject this complaint due to insufficient evidence.
